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Marge Laney's RetailWire Blog
September 3, 2010
The trouble with retail customer service is the short term mentality that drives it. It's much easier for management to cut payroll to improve EBITDA now than it is to invest in their people and improve their businesses over the long term. Wall Street is a big part of the ...
August 27, 2010
I only can speak about store design from a customer point of view. So from that purview, I agree with Bob wholeheartedly. There is nothing more defeating to a customer than to walk into a store that is a cluttered riot of color with hand-made 'clever' signage. ...
August 27, 2010
The key to success for the brick and mortar retailer today is the seamless melding of the online and offline experience. Making the shopping experience whether online or in the store seemingly one and the same and encouraging customers to connect with the brand and each other brings a ...
August 27, 2010
The trouble with brick and mortar retail today is that little is done to enhance the personal connections people want to experience. Technology that simply delivers an uncomfortable internet experience begs the question; why make the trip? In-store technology should amplify the personal service experience by leveraging the ...
August 24, 2010
A friend of mine, David Polinchock, coined the term 'oneline' which describes the merging of the online and offline experience. He defines it as the fluid to and fro movement that we experience in our day to day lives on and offline. Nordstrom executes this oneline experience seamlessly ...
August 23, 2010
Sounds like Gap spent $7.5M to acquire 300,000 new customers, or are they just bottom feeders who wouldn't buy full retail on a bet? It's an interesting experiment for them and it just might have been worth the gamble if what the Crain's blogger said is true. Gap ...
August 19, 2010
I do think retail is paying more attention to the customer experience as a direct result of social media and reduced traffic. It's no longer acceptable to promise one thing and deliver another. A bad experience is easy to Tweet or Facebook and people do it. On the ...
August 18, 2010
When I think of J.Crew men's, I don't think of edgy, but authentic does ring true. These are smart moves that broaden the appeal of the J.Crew brand to a larger segment of the men's market that has been growing nicely in spite of the downturn. Mickey Drexler ...
August 18, 2010
Project Impact, and the moves to hold on to the higher end shopper who veered into their stores in the throes of the recession contribute to the numbers we're seeing now. But, I think the biggest problem was SKU Rationalization which sent their loyal core to find their favorite ...
August 12, 2010
I agree with Gene that this is simply a marketing endeavor to raise Piperlime's visibility during the Fashion Night Out extravaganza. And it's a great idea! Pop-ups are a terrific way to raise awareness of online offerings as they not only raise the visibility of the brand but ...
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